40% Increase in Sales Productivity – Outcreating Manual Sales Processes for a Global Manufacturer by Leveraging Automation and Advanced AI Insights

Client

The client is a leading global manufacturer of sustainable packaging solutions, including aluminium beverage cans, glass bottles, metal closures, and food/industrial packaging.

It serves leading beverage, food, and consumer goods companies worldwide by delivering innovative and sustainable packaging solutions. The company focuses on driving innovation, sustainability, and customer-centric packaging solutions that create value for businesses and consumers.

Market Dynamics

The sales landscape is evolving rapidly, driven by the need for faster engagement, personalized experiences, and automated lead-to-cash processes. Organizations are transforming sales operations with cloud-based Dynamics 365 CRM, leveraging AI insights, automation, and system integrations.

The growing availability and adoption of capabilities such as lead and account management, real-time analytics, and automated follow-ups are driving greater responsiveness and stronger customer relationships. Mobile CRM, AI recommendations, and integrations with ERP systems like SAP further improve productivity, forecasting, and revenue tracking. As a result, unified CRM platforms such as Dynamics 365 Sales are critical for scalable, data-driven, and customer-centric operations.

Challenges

For the client, these changes in the market intensified pre-existing operational deficiencies, complicating the maintenance and management, Communication gaps, technician productivity, and financial precision throughout global operations. Key challenges included:

• Legacy System: It created bottlenecks, increased unmanageable risks, and lacked compliance with evolving regulatory standards.  
• Data Quality & Scalability Issues: Inconsistent data structures and reliance on Excel limited scalability and required extensive validation and manual efforts.
• Data Inconsistencies: Manual data entry and lack of validation led to duplication and unreliable data.
• Security Risks: Weak encryption practices and absence of Multi Factor Authentication exposed sensitive business data to vulnerabilities.
• Audit Complexity: Time-consuming and manual compliance checks and highly challenging due to accumulating technical debt and siloed data.
• Limited Automation: Manual handling of follow-ups, tasks, pricing, and approvals reduced operational efficiency.
• Process Gaps: Lack of clear communication in customer creation and approval workflow

LTM’s Solution

The AI-powered cloud modernization solution  leveraged Dynamics 365 and Power Platform to deliver a secure, scalable, and integrated enterprise system.

• Robust Security Framework: Implemented role-based and field-level security controls to safeguard sensitive data. Hierarchical security access ensures controlled visibility within the organizational structure.
• Centralized Data Platform: Dataverse consolidates customer and financial data, improving data consistency, reducing system fragmentation and improving data consistency.
• Automated Approval Processes: Implemented Power Automate enables multi-level customer approval workflows with automated email notifications across teams, improving efficiency, transparency, and turnaround time.
• Sequence: Configured the Sales Accelerator to automate follow-ups and activities, ensuring consistent lead engagement without manual intervention.
• Seamless Integrations: Developed API-based integration with Azure Data Warehouse to fetch real-time data for daily, monthly and yearly Budget and forecast synchronization, automated calculations.
• Showpad Integration: It centralized marketing content, sales training, and buyer analytics into a single digital space to help sales teams prepare for pitches and close deals faster.
• Scalability and Performance: The D365 platform supported high data volumes with Dataverse and Azure SQL, ensuring reliability, security, performance, and future scalability.
• Reporting and Insights: Power BI delivered real-time dashboards, audit analytics, and anomaly detection, enabling informed decision-making and enhanced compliance.
• Product Categorization: The product catalog was structured using price lists to define sellable items, with dedicated products configured for the new business unit.
• Opportunity-Product and Automated Calculation: Linked customer requirements to products, enabling cross-selling opportunities and automated pricing, tax, and discount calculations.
• Co-Pilot Features: It contributed to boosting productivity, speeding up sales cycles, enhancing data quality, automating repetitive tasks, summarizing data, and improving customer experience.
• AI Powered Sales Assistance: Enabled D365 features like record summarization, AI prompts, AI form fill assistance, email drafting with AI, and meeting summarization.

Business Benefits

The AI-powered cloud modernization solution  led to several benefits for the client including:

• Achieved up to 40% higher sales productivity while improving customer retention through CRM-driven automation, intelligent insights, and streamlined business processes and sales operation.
• Automated customer follow-ups without manual user intervention.
• Enhanced operational efficiency by 20%, thereby decreasing the time allocated to administrative tasks.
• Outlook and Teams integration enables seamless access to the system across platforms.
• Streamlined customer approval process with 100% accuracy which includes highly accurate customer approval framework, ensuring seamless creation, validation, and maintenance of customer records.
• 80-85% of users adopted the mobile and Teams app to perform day-to-day activities, enabling sales teams to access and manage CRM activities from anywhere.
• Automation of complex calculations with product discounts. 
• Eliminated data errors entirely and achieved 100% accuracy in budget calculations, covering daily, monthly, and yearly planning for all customer levels.
• Improved user experience via Copilot functionalities, facilitating rapid analysis of converted leads according to country-specific customer data, which is reviewed on a regular basis.

Conclusion

The transformation of the CRM effectively modernized and digitized outdated Excel-based business processes by deploying a centralized Microsoft Dynamics 365 Sales platform.

This solution significantly improved operational efficiency, boosted sales productivity, enhanced customer management, and laid a scalable groundwork for future expansion. By leveraging automation, intelligent insights, seamless integrations, and strong governance, the company attained improved visibility, accuracy, and collaboration throughout its global sales operations, facilitating a more data-driven and customer-focused business model.

Quote

 “The solution provides a scalable, secure, and future-ready digital platform built on Microsoft Dynamics 365 CE and Power Platform, enabling the client to support growing business volumes and evolving operational needs. Its integrated and extensible architecture connects seamlessly with existing and future enterprise applications, while creating a strong foundation for AI-driven capabilities, intelligent automation, advanced analytics, and enhanced self-service. This transformation marks a significant milestone in the client’s digital transformation journey and positions the organization for sustained innovation, productivity, and growth.”

Hemantkumar Savla - Microsoft Business Apps Practice Leader